Clear outcomes,from request to resolution.

This policy explains how requests are handled when a ZytePe business customer (“Merchant”) uses our dashboard, APIs, or related tools. It should be read with the applicable order form, commercial terms, Terms of Service, and Partner terms. If a mandatory law or binding payment-network rule applies, that requirement prevails to the extent of any conflict.

ZytePe is not the seller of a Merchant’s goods or services. The Merchant remains responsible for its product, delivery, cancellation, and consumer-refund policy, including deciding ordinary commercial refund eligibility and communicating with its customers.

Payment cancellation

A payment can be cancelled only while its status and underlying payment route permit cancellation. A pending instruction may already be with a Partner, network, or bank; submitting a request does not guarantee that it can be stopped.

After a successful payment

Once a payment is successful, it generally cannot be voided as if it never occurred. If the Merchant approves returning the funds, the Merchant should initiate a refund through the available ZytePe workflow or agreed support route.

Order or subscription cancellation

Cancellation of a Merchant’s order, subscription, delivery, or service is governed by that Merchant’s customer terms. ZytePe cannot cancel the underlying purchase or determine whether the Merchant must accept an order cancellation.

A Merchant may request a full or partial refund where the feature is available, its own policy permits the refund, and the applicable Partner route supports it. ZytePe or the Partner may validate the transaction, permissions, available balance, supporting information, and compliance status before processing.

• Destination: refunds are normally routed to the original payment method. A different destination may be used only where lawfully supported and expressly approved through the applicable process.
• Funding: the Merchant must maintain any balance, reserve, or funding required under its commercial or Partner terms.
• Visibility: a “submitted” or “processing” label is not final confirmation that the customer’s bank has credited the amount.
• Communication: the Merchant should give its customer the refund reference and realistic timing information shown in the dashboard or support response.

Completion time varies by payment method, Partner, payment network, receiving bank, banking hours, holidays, technical availability, and any necessary review. A timeline displayed for a request is an estimate unless expressly identified as a binding commitment.

A failed-transaction reversal is different from a Merchant refund. When a customer is debited but the payment is failed, timed out, or not confirmed, the relevant bank, payment system, or Partner may automatically reverse the debit in accordance with the applicable payment-system rules and regulatory framework.

• Do not fulfil an order solely on the basis of a customer screenshot; rely on the final payment status made available through the agreed ZytePe channel.
• Do not initiate a manual refund while the original payment remains failed or unresolved unless support confirms the correct action.
• If the debit has not reversed after the applicable window, share the transaction reference, date, amount, and masked account details with the Merchant or ZytePe support.

Refundability of onboarding, subscription, platform, support, or other ZytePe fees is governed by the Merchant’s order form and commercial terms. Earned or already-consumed service fees are generally not refundable where the applicable terms identify them as non-refundable, except for a duplicate or incorrect charge or where required by law.

Transaction processing charges, MDR, network or Partner fees, convenience charges, and associated taxes may remain payable after a customer refund. Whether any such amount is reversed depends on the payment method, Partner rules, tax treatment, and the Merchant’s commercial terms; a customer refund does not automatically reverse every fee.

Any approved ZytePe fee adjustment is returned or credited using the method stated in the order form or support confirmation. Statutory invoices and credit notes will be handled in accordance with applicable tax requirements.

A chargeback or payment dispute follows the issuing bank, Partner, and payment-network process. The Merchant is responsible for responding within the deadline communicated for the case and for supplying clear evidence of authorisation, fulfilment, delivery, communication, and its disclosed cancellation or refund terms.

• A refund and a chargeback for the same transaction may create duplicate recovery; check the case status before acting.
• Provisional credits, debits, reserves, or holds may be applied under Partner or commercial terms while a dispute is reviewed.
• The final outcome is determined through the applicable bank or network process, not solely by ZytePe.

Related fees, representment rules, evidence formats, and financial adjustments are governed by the applicable Partner and commercial terms.

A Merchant may request plan cancellation or account closure through the channel stated in its order form or by writing from an authorised account email. Notice periods, minimum terms, renewal dates, and early-termination charges are governed by the applicable contract.

Before closure becomes effective, the Merchant must:

• pay outstanding invoices, taxes, negative balances, and other amounts due;
• resolve or provide for pending refunds, chargebacks, disputes, reserves, and reconciliation items;
• export information it is entitled to retain and discontinue use of ZytePe credentials and integrations; and
• complete any Partner or compliance offboarding steps communicated for the account.

Remaining funds, if any, are handled under the applicable settlement and Partner terms, including lawful reserves, holds, set-offs, or risk reviews. Account closure does not erase obligations that arose before closure. Data may be retained after closure where required for legal, regulatory, security, audit, dispute, or legitimate business purposes; see our Privacy Policy.

Use the ZytePe dashboard or the support route agreed for your account. Include the transaction or order reference, payment date and amount, refund amount, reason, Merchant account identifier, and relevant supporting documents. Do not send an OTP, UPI PIN, CVV, complete card number, password, or private API key.

Additional information may be requested where a transaction cannot be matched, a request conflicts with the recorded status, or a compliance, fraud, dispute, or Partner review is required. A request is complete only when its final status is recorded or otherwise confirmed.

End customers should first contact the Merchant about the underlying order, service, cancellation decision, or commercial refund eligibility. Merchants may contact ZytePe for platform status, request routing, references, reconciliation, or technical support.

ZytePe will acknowledge a properly submitted issue, create or share a reference where available, and provide updates appropriate to the issue and dependencies involved. Complex cases may require information or action from the Merchant, Partner, network, bank, or another participant. Complaints and escalations are handled under our Grievance Policy and applicable Partner processes.

We may update this policy to reflect changes in services, Partner arrangements, law, or payment-system rules. The effective date above identifies the current published version; material changes will be communicated as required by the applicable contract or law.